Quality Auditor - Noida, India - INFONEO TECHNOLOGIES PVT. LTD.
Description
Job Description- Assists in the maintenance of service levels by providing phone coverage as needed, including escalated calls and assists in the development or implementation of call quality programs.
- Assist in the preparation of call scripts and recordings assuring adherence to and approval as required by internal regulatory and compliance functions/clients.
- Provide clearly written feedback to management for group and individual coaching regarding compliance audits and performance coaching.
- Assist CSR's with questions through proactive issue/problem identification and communication
- Ensure client quality and corporate customer satisfaction goals are met or addressed in a timely manner
- Analyze customer satisfaction and dissatisfaction data in order to recommend solutions to root cause
- Ensures production goals are met regarding quality and quantity of call handling and documents quality issues and performance measures for management review.
- Listens to call recordings and provide insight and solutions to operational management to maximize lead conversion and customer satisfaction.
- Collaborate with supervisors to share call quality performance issues and provide regular reports on overall performance and trends.
- Create quality reports for supervisors and management on individual agents to suggest actions for improvement.
- Provides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelines.
Job Types:
Full-time, Regular / Permanent
Benefits:
- Health insurance
- Life insurance
- Provident Fund
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Noida,
Uttar Pradesh:
Reliably commute or planning to relocate before starting work (required)
Experience:
- total work: 1 year (preferred)
Speak with the employer
- Health insurance
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